摘要
目的通过提供良好的投诉接待服务,提高门诊医疗服务质量,进而提高病人满意度。方法回顾我院2007年上半年门诊病人的投诉情况,分析投诉产生的原因,并针对原因提出对策。结果2007年上半年共发生721件病人投诉事件。投诉主要涉及服务态度、医疗护理质量、就医流程、医疗体制、医院规章制度等方面。结论尽管医疗投诉不可避免,但通过良好的投诉接待服务能够重建病人对医院的信心,并获取改进医疗工作有价值的信息,最终使医患双方获得双赢。
Objective Through good reception service for patient complaints to improve the quality of medical service in outpatient department,and thereby to increase patients＇ satisfaction. Method The cases of patient complaints were collected and the causes were retrospectively analyzed. Then ,some coping strategies were proposed. Result In the first half year of 2007 ,a total of 721 cases of patient complaints occurred. The main causes included service atti- tude,quality of medical and nursing service, medical consultation flow, medical system, medical regulations and rules, and so on. Conclusion Although patient complaints is unavoidable, satisfying reception service for complaints can be helpful to reestablish patients＇ confidence to the hospital and obtain valuable information for the improvement of medical service, which can get benefits both for the patients and hospital.
出处
《护理管理杂志》
2008年第4期56-57,共2页
Journal of Nursing Administration
关键词
医院
门诊
病人投诉
接待
hospital ： outpatient department
patient complaint
reception
